House of Gainz Reviews (%countItem)
House of Gainz Rating
Address: 610 N Austin Ave # 110, Georgetown, Texas, United States, 78626-4210
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I am a us military member and was being deployed overseas for a 12 month period. I was informed by the house of gainz staff that if I brought in my military orders my account would be closed. When I returned home from my deployment I moved shortly after out of state. House of gainz without me knowing opened and account for me on their own. I informed them of the issue and was told it would be taken care of. This charge happened again for three months. I called every month and was told the same thing. I finally was able to talk to the manager who became very confrontational. I asked him for help and received none. He informed me that I would not receive my money back and would even be charged a fee (again) to cancel the account I never signed up for. When asked why he responded “ it’s a business and he needs to have the money more than I do.” This business needs to be looked into further to see if this amd things has happened to anyone else and to prevent future occurrences.
The member called the gym wanting to know why he was being charged, the manager explained to him that his account was put on a hold/freeze. When the hold/freeze is over the account will begin to be charged again. He stated that he came into the gym with orders from the military that he was being stationed some where else and wanted to cancel last year but could not give us a date as to when he came in to cancel and there was no cancellatio0n fee charged to his account. He was then asked if he filled out a cancellation form, which he said yes but we could not find one. He was told if he could provide proof we would be able to refund him his money and cancel his account with us right away. Our manager put his account on a freeze as a courtesy to him and would not do so without his permission. All of our agreements renew automatically and the members are aware of this. When signing their agreement there are several initials and signatures required: first initials state the member understands the agreement will renew when the terms of the agreement end, second initials state member understands they will be charged a $60 club enhancement fee one time a year starting their second month, third initials state the member agrees to use electronic signatures, first signature states the member understands the card he put on file will be charged every month for his monthly dues, second signature states the member understands the terms of the agreement, and the third signature is the employees. Member was given several chances to provide such documentation but could not provide any. So thats when he was told we could not help him with a refund and he would still be charged a cancellation fee since we do require a thirty day notice when cancelling.
Complaint: ***
I am rejecting this response because:
When I canceled my membership with the gym in October 2019 I informed them that I was deploying and would like to cancel my membership. I as a customer do not know all the steps needed with the facility to cancel my account. I was told to bring in my military orders and the account would be canceled not put on hold. I was a member at this gym nearly since day one and planned on becoming a member again in two years when I returned. This situation is something I have only heard of from others about how difficult it is to cancel a membership. I can not understand how the manager acted the way he did when I asked such a simple question about my charges. It is also hard to believe a business would cause such a dispute over an account I did not open. Very unprofessional and not how you handle your customers.
Regards